Jobs Available at Collinson

Job Description:

• Taking inbound calls in a professional manner; handling and overcoming objections in a professional and effective manner; adhering to targets; taking inbound calls from an international customer base; handling both internal and external email correspondence to and from clients in line with quality standards; working towards resolution time periods, quality standards and targets.

Targets (weekly/monthly and incentive attached to this)

• Reaching call resolution timeously
• Reaching targets on a daily, weekly and monthly basis
• Adherence to schedule
• Meeting quality assurance selected targets
• Meeting all agreed KPI`s
• Develop excellent relationships with all stakeholders

Requirements:

• 2-3 years call centre experience in a customer service environment
• Fluent in speaking German language
• International contact centre experience recommended
• Experience with working to targets
• Familiarity with call centre culture/environment

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Main Accountabilities

• Delivery of global operations network services and voice platforms, servicing all Collinson offices and customer contact centre voice platforms
• Lead transformation of our global network and voice platforms
• Ownership of SLA management, operational reporting and service reviews to senior internal and external stakeholders
• Accountability for the security and resiliency of our global network
• Work with key internal customers to create and deliver internal product roadmaps utilising and driving the most out of existing technologies, highlighting and providing future
• Provide operational monitoring, KPI and incident management of our internal and customers Infrastructure
• Lead guidance and direction in implementing next generation monitoring and alerting tools to deliver improved operational efficiencies, response times and automation
• Implement resiliency measures to improve our global network
• Provide management of third party support provide

Knowledge, skills and experience required

• Extensive experience of network design, strategy and delivery
• 15+ years working managing network and voice operations
• Experience of managing large global teams and third party managed service providers
• Experience with client engagements, contractual, commercial and process and service design work, including good understanding of client and project financial management.
• Strong transformational experience, with a bias to service improvement, digital acceleration, process re-design and optimisation and cost savings.
• Network architecture
• Build/design operational experience of meraki, aruba, cisco networking, juniper, fortigate as a minimum
• Ability to show initiative and to work independently
• Ability to thrive in a fast moving and changing environment
• AWS Connect, Avaya, Freshdesk, MS Teams telephony
• Proactive management style.
• Experience in network and organisation design

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Key Responsibilities

• Perform daily checks across all platforms using monitoring solutions and escalate issues.
• To develop, support and configure the Omni channel product/solutions
• Identify any risks and/or concerns with regards to the application layer
• Active involvement in BCP/DR testing, including reporting
• Liaising with staff globally and forming strong working relationships
• Gather business requirements when on/off-boarding and/or change requests
• Document newly learned processes to build Internal knowledge base
• Perform solution documentation
• Working on ways to automate and improve development and release processes

Knowledge, skills and experience required

• Strong scripting in HTML & JavaScript
• Prior AWS Connect & EC2 experience a significant advantage
• Escalate and chase known issues internally, following internal Incident Processes
• Liaising with 3rd parties including service providers
• Maintaining JIRA ticket queues – Updating and escalating as required
• CSS knowledge
• Manage time effectively
• Web Portals – Building and Troubleshooting
• Support with managing Freshdesk 
• MS Power Automate / Forms